Frequently asked questions

HILO installation is quick and easy, and requires no drilling or tools.

The HILO bar consists of three interlocking sleeves to adapt to the height of your room (from 1 metre to 2.70 metres). Once you’ve reached the desired height, simply tension the bar using an integrated gas spring.

The patented HILO block can be fixed in seconds at the desired height, thanks to two lateral locking keys. This ingenious system allows you to add and reposition shelves, coat hooks, a closet or any other module at will, without ever damaging your walls.

The unit installs in minutes, without leaving a trace, and can be dismantled or moved at any time.

Absolutely not…Hilo leaves no trace in its wake!

The block cannot be attached to the first 50 cm of the foot of the bar. Beyond that, the block can be fixed at any height and in 360° around the bar

All heights between 1m and 2m70.

No, the Hilo bar is not designed to be installed horizontally. One day perhaps… who knows?

In the meantime, we’ve created the “horizontal bar” module to enable you to create this combination.

The bar can only be installed if both contact surfaces are flat. In other words, it cannot be installed under an arched, sloping, mansard or exposed stone ceiling.

On the other hand, if your floor or ceiling has small irregularities, the bar will adapt without any problem, provided the surfaces are flat.

We only guarantee the attachment of Hilo or “Hilo-compatible” products to our mounting blocks. We will not be held responsible for any inconvenience or malfunction, should other brands be used in conjunction with our Hilo products.

The block is securely attached to the bar, and will accommodate all our modules plus your accessories without any worries.

Hilo products are mostly made of anodized aluminum or epoxy-painted aluminum, so they are water-resistant. They can of course be placed in a bathroom, but are not designed to be installed outdoors or in direct contact with water.

Our products are dedicated to indoor use.

Despite the special treatment that makes our products ultra-resistant (epoxy paint), we recommend using our products indoors or in a covered outdoor area to protect them from corrosion and the elements.

Log on to your space, in the “Orders” menu, click on the order in question and you’ll be able to follow its progress.

If the order status is “Shipped”, it is unfortunately no longer possible to modify it. Before doing so, please contact us by e-mail and we will do our best to answer your request.

Your invoice is sent to you by e-mail to the address you gave when you placed your order. You can also find it in the “order” / “invoices” section of your space

By logging into your customer account, in the “Orders” section

If you are an individual and are experiencing difficulties or have questions before finalizing your order please contact us at: hello@hilo.mc

If you are a distributor, a brand, a prescriber and you need assistance in finalizing your order, please contact us at : pro@hilo.mc

Credit and debit cards: Carte Bleue®, MasterCard®, VISA®.

You can add a promo code by going to your shopping cart, when finalizing the order and payment, a “promo code” field will allow you to enter and apply it.

Of course, your online payment is completely secure.
You pay your order by credit card (Visa, Carte Bleue, Mastercard), through our bank’s payment server (Crédit Agricole).

We use the “3D secure” protocol to ensure the security of your credit card payments

Find care instructions for each Hilo product on the product sheet.

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We offer home delivery or delivery to a relay point. The choice will be offered to you when you validate your order.

For the moment we only deliver to Metropolitan France and Monaco.

Promise, the list will grow soon…

If products are in stock, please allow 2 to 5 working days after dispatch of your order.

Once your order has been dispatched, you will receive a confirmation email with a tracking link from the carrier GLS.

Our delivery charges are shown in the table below:

Rates valid in mainland France and Monaco

Once the order has been validated and shipped, an e-mail will indicate the tracking number of your parcel and allow you to follow its progress on the GLS carrier’s website.

To protect both Hilo products and the planet, the majority of our packaging is made from recycled cardboard. Some products require no assembly on your part, while others, such as the Hilo bar, must be assembled by you according to the assembly instructions.

Returns are at the customer’s expense. You have 14 working days from the date of receipt of your order to return your products. Please email us at serviceclient@hilo.mc to receive the return procedure.

You will be sent a questionnaire to fill in, and we will then e-mail you a pre-paid returns label enabling you to send the parcel to a GLS relay of your choice.

Once the parcel has been received in our warehouse, we will proceed with the refund of the product (minus the return costs).

We don’t offer product exchanges at the moment. Please refer to the answer to the previous question. “How do I return a Hilo product?”

Returns are at the customer’s expense. You have 14 working days from the date of receipt of your order to return your products. Please email us at serviceclient@hilo.mc to receive the return procedure to follow.

To give us your opinion on your shopping experience and on our products, we invite you to do so on our google page.

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The project’s founder is the brand’s designer. Find out more about her in the “about us” section